PD 24-18: Important Reminders for Case Documentation

Background

Thorough case documentation enables Eligibility Workers (EW), Reviewers, and Auditors to review and understand the case record efficiently.  Insufficient documentation leads to errors or state and federal findings.

Refer to the topic, Case Documentation, in Chapter 3 of DEBS-BP.

Reminders

• The CalSAWS Journal Detail page is meant to be an ongoing summary record of all client contacts, along with a summary of the EWs eligibility determination and reasons for case actions. 
• EW must document when making case/client-specific outgoing calls and call outcomes (e.g., "EW called client for scheduled intake phone interview; no answer and no option to leave voicemail; [include any required eligibility information]).
• The journal template that staff must use is the Classic template. Using the Classic template enables staff to use the CNT.
• Documentation on the Journal Detail page should always include only factual information.
• If reported changes are unusual or questionable, reasons for actions must be documented so there is a clear understanding of what occurred and why it occurred.